Refund policy

ATTENTION: WE DO NOT OFFER FREE RETURNS — FEES APPLY.

Returns

Can I return my order? Yes, you can.

If you are not satisfied with the items you received, you may return them within 30 days of receipt.

For a return to be accepted, the order must meet the following conditions:

1. The order must include all original parts and components, and the packaging must be intact, exactly as the product arrived.
2. There must be only normal wear resulting from proper handling of the product; damage caused by careless use will not be accepted.
3. Products for which hygiene is important must be thoroughly cleaned before being returned.
4. The product must show a defect identified immediately upon receipt.
5. We reserve the right to charge the customer for the cost of return shipping.
6. Returns will be processed within 7 business days, and if all conditions are met, the return will be officially acknowledged within that period.

We reserve the right to refuse returns if we suspect the products have been used or damaged due to misuse.

How do I return my order? If your order meets the conditions above, follow the steps below to initiate the return process:

• Send an email to: info@emmagranville.ca
• Make sure to include the following in your email:
  • Order number
  • Reason for return
  • Photo of the product in the case of damage or breakage
  • Customer's full name
  • Customer's address

We will get in touch to provide the correct return shipping address. Do not send the return to the original sender, as the correct address will be provided after your request. You, the customer, are responsible for the cost of return shipping.

CANCELLATION

The consumer has the right to cancel in accordance with applicable legislation, provided the contract is not predominantly related to commercial or professional activities.

A. CANCELLATION CONDITIONS

• The cancellation period is 14 days from the date you or a third party designated by you (other than the carrier) receive or accept the last item in your order.
• As our system is fully automated, orders are processed immediately, and it is not possible to stop a shipment once an order has been placed. Therefore, we do not accept cancellations after the goods have been dispatched.
• To exercise your right of cancellation, you must clearly notify us (for example, by email) of your decision.
• The cancellation will be confirmed upon receipt of the product by our team.
• Return shipping costs are the responsibility of the buyer.

Items in Transit As our goods are shipped from Asia, transit times may be lengthy and are beyond our control. If the product is already on its way, cancellation is not possible. Please wait until you receive the item and then proceed with a return. You are welcome to notify us in advance of your intention to cancel. To help expedite the process, we ask that you send us proof of return shipping.

Consequences of Cancellation If a cancellation is completed, we will refund all payments received, with the exception of delivery costs (unless you chose a shipping method more expensive than our standard option). The refund will be issued without undue delay, and no later than 14 days from receipt of your cancellation notice and the returned product. We will use the same payment method you originally used, at no additional cost to you.

IMPORTANT: ALL RETURNS MUST BE SHIPPED TO OUR CENTRAL WAREHOUSE IN ASIA, AT THE CUSTOMER'S EXPENSE.